We were thinking: instead of 8AM-18PM telephone, 9AM-17PM live chat. To go to 9AM-4PM telephone, 8AM-8PM Live chat. In the telephone hours all agents would be in the line, in the extra hours they would work on email or chat. It is also to keep them motivated and productive.
Do you have any data available this would work (so shrinking telephone-hours and widening chat-hours)? On both managing workflow and productivity?